Mercedes-Benz of Grapevine - Service Center

My Awful Experience with the Mercedes-Benz of Grapevine Service Department I recently took my 2004 Mercedes-Benz SL500, which has only 74,000 miles, to the Mercedes-Benz of Grapevine Service Department Service Department I recently took my 2004 Mercedes-Benz SL500, which has only 74,000 miles, to the Mercedes-Benz of Grapevine Service Department due to an issue with the Active Body Control (ABC) system. I was seeing a “Drive Carefully – ABC System” warning light appear when going over bumps, which, based on common knowledge and known issues with this system, often indicates that the hydraulic accumulators may need to be replaced. After leaving my vehicle for diagnosis, I was contacted by a service advisor named Grant Adams, who informed me that the driver-side front strut had a small leak, and that this was potentially causing the ABC system issue. This came as a surprise to me because I had never seen any visible signs of leakage or hydraulic fluid in my garage or under the car. Nevertheless, trusting the dealership's expertise, I approved the recommended repair and authorized them to proceed with the strut replacement. At this point, the diagnostic report provided made no mention of any faults with the ABC pump or any broader issues in the system. The focus was solely on the strut replacement. I was under the impression that fixing the strut would resolve the problem. After spending over $4,000 on diagnostic and repair costs for this repair—including approximately $3,500 for the new strut repair alone—I received another call from Grant. He informed me that although the strut had been replaced, they could not get the vehicle to pass the “rodeo test” (a test used to assess the ABC system function) and the ABC warning light remained on. Now, they were telling me that the ABC pump was not holding pressure—an issue that had never been previously mentioned during the diagnosis or repair process. To make matters worse, I was then told that Mercedes-Benz of Grapevine does not perform ABC pump replacements on vehicles of this model and year. This left me feeling completely misled. I had trusted their professional judgment and invested a significant amount of money into a repair that ultimately did nothing to fix the original issue. In summary, I brought my car in for a specific issue, was convinced to authorize an expensive repair that did not address the root problem, and was then told that the actual necessary repair could not even be performed by the dealership. I was left in the exact same condition I arrived in—with the same warning light and unresolved ABC system issue—only now $4,000 poorer. There was a clear lack of transparency, poor diagnostic communication, and what feels like a bait-and-switch approach to service. This experience has completely undermined my trust in Mercedes-Benz of Grapevine and makes me question their commitment to honest and competent service. More

I am just shocked at the drop in the service level over the past 3 years. Last visit for scheduled maintenance, my service advisor suggested that I purchase a pre-paid scheduled maintenance plan for the n the past 3 years. Last visit for scheduled maintenance, my service advisor suggested that I purchase a pre-paid scheduled maintenance plan for the next couple of services. I have been reaching out to the dealership for over a month now (Calls, voicemails, texted and even stopped by in person) and keep being told that the elusive "Paul" will get in touch with me!. No response at all! Very disappointing. As a loyal client with 3 purchases in the last 8 years, I guess this has run it's course and I will take my business elsewhere! Not what you'd expect from Mercedes-Benz and certainly not the level of service that was expected of the company when I worked in the finance division. And it doesn't even look like "Paul" is listed as a current employee...which isn't surprising since his voicemail still said that he'd return to the office on June 15 (it's September). And while Adam offered to assist, here we are 3 days later with no return call or response to my text. More

BEST customer service I have experienced in a long time! Scheduled 10K maintenance service at the wrong Mercedes service center but the staff at the Grapevine location was able to honor the appointment and Scheduled 10K maintenance service at the wrong Mercedes service center but the staff at the Grapevine location was able to honor the appointment and completed the service. I was stunned when Yemeli offered Uber service!! It was fantastic and helped to reduce some of the stress I was experiencing on this hectic day. Special thank you to Abbi in the service bay and Yemeli Yanezm, Asst Service Mgr, for providing great professional customer service to a stressed-out customer. More

If I could leave a 0 star review I would. I brought our G wagon in for service in April with the primary complaint being the parking break gets stuck on so we can not drive it or put it in I brought our G wagon in for service in April with the primary complaint being the parking break gets stuck on so we can not drive it or put it in gear. $2000 later they said that problem was fixed and also sold us on new break pads. We did all the recommended work. Three months later the problem comes back and my wife was stranded in a dangerous part of town with a car that was stuck in park. We tow it to service and they say that need to repair the parking break actuator and it needs new break pads and rotors because they were damaged when the parking break got stuck…and of course…$3000 more dollars. Bottom line…STAY AWAY! Get service anywhere but here! They are either incompetent or dishonest. Either way, save yourself the trouble and go to a service center with integrity. More

Rodney Lockett is an amazing professional who goes above and beyond! He lead me through the possibilities I had with ref to my existing auto options. He is a though leader who understands the automotive and and beyond! He lead me through the possibilities I had with ref to my existing auto options. He is a though leader who understands the automotive and financial industries like few I know. I highly recommend him. You will enjoy true Customer Experience Successfully. More

I was extremely pleased wi the handling of my car. Cale was very helpful and kept me abreast of all that was going on. I have no complaints and working with Grant Adams is always a joy. Cale was very helpful and kept me abreast of all that was going on. I have no complaints and working with Grant Adams is always a joy. More

Good salesman I like the several everything really good and I love my car very good and I love my car very good More

Probably the worst experience I've had with a service dept. I had an appointment at 9am and sat in my car in the service line for 40 min before any service assoc. acknowledged me. They had no idea what dept. I had an appointment at 9am and sat in my car in the service line for 40 min before any service assoc. acknowledged me. They had no idea what kind of coverage my car had (I bought it at this dealership) and they told me it would be another two hours just to look at the nail in my tire. They also have no loaners available unless you book six weeks out. I've had BMW's and Lesus' all with the best service the entire time I owned the car. If you want a Mercedes (and I do love the car), maybe try a different dealership. More

Great professional attention. Unlike my last Mercedes dealership, Grapevine service was like a well-oiled machine. The only thing I would like to see is one of the TVs in the wait Unlike my last Mercedes dealership, Grapevine service was like a well-oiled machine. The only thing I would like to see is one of the TVs in the waiting areas turned to FOX News. Since 82 percent of owners of Mercedes, Jaguar and BMW are conservative it would be nice to be able to watch the news while we wait for our Mercedes to be serviced. More